American Family Insurance

Roadside ASSistance

The roadside assistance through American Family insurance is an absolute joke. I needed my car towed at 1:00 PM, got several notifications throughout the day that drivers were on their way… well it’s 11:00 AM the next day and my car is still here. I have been on the phone with case manager after case manager thinking this is the one that is going to help me only to be subsequently disappointed and starting this process over hour after hour. It’s a good thing I didn’t need this car emergently moved because this process has moved at a snails pace, a slow one at that.

Lack of customer service where it…

Lack of customer service where it pertains to looking out for its customer right after collecting money to start policy. They didn't have time to take phone calls and would not return call back to customer right after collecting money to start policy.

I was with this company for almost 20…

I was with this company for almost 20 years. My home and 3 cars were insured with them. 6 years ago my son had a fender bender. They wouldn't renew my kids policies anymore after that. My kids had to get their own policies. My daughter had no tickets or claims but they still cancelled her too. In the last three years my home insurance price went up from $1200 to almost 3600 this past year. They have very good customer service and claim handling but I just couldn't deal with their relentless increase in premiums so after a long time I finally cancelled all my policies with them.

Overcharged escrow account again

Overcharged escrow account again. Forced to get auto and life policies in order to get homeowners insurance. Forced to have invasive battery draining apps on my phone. Rates higher than competitors for auto. Life rates 3 times higher than quoted. I only have insurance with hope to never need that insurance. Overall very bad experience.

Hidden fees after paid in full

Really pay attention to the fine print. I paid for a policy in full and then found out 4 months later that they have been charging me monthly fees. I’m changing companies.

Absolutely awful

Absolutely awful! We let one of our kid's friends stay with us for a while. He set his Driver's License address to our home and somehow AmFam found out. They added him to our policy even though he had his own motorcycle policy. We fought with them for a couple of months to remove him and they would not do it. Finally he moved out and updated his address with the DMV. I called AmFam again to remove him and they still won't do it! They want a lease or mortgage for his new place but he lives with his parents so there is nothing with his name on it. AmFam doesn't care, they like the extra money so they are making me responsible for this kid's insurance for life! Time to go shop for quotes elsewhere.

Do not trust American Family Insurance

Do not trust American Family Insurance. I had a water pipe break in my basement. My agent explicitly told me to start emergency water remediation immediately and promised my policy covered it. The work was done, and my basement walls were completely demolished.AmFam approved the claim, wrote a check, but sent it to a third party who is holding the money hostage. AmFam is completely refusing to issue the payment directly to me or the contractors, while falsely claiming they "covered the cost."An escalation manager actually called me and said their job was done. Now, I am left with a destroyed basement and zero funds to fix it. They treat loyal customers like garbage when it is time to pay out. Save yourself the nightmare and go with a different company.

Ignorant, American Family Insurance

They canceled my policy.Because the person that came out and took pictures of my roof didn't do a good job with their camera on a stick. I was canceled because they said the shingles are dissolving. I live in a seattle area where if it goes above eighty, that's almost abnormal. The roof which has architectural shingles, is only 9 years old, with a guaranteed, 25 year lifespan. Rather than resenting a person to take pictures that I also sent them showing the roof from walking above. They want receipts from nine years ago, showing that I bought it. Just send somebody out to take decent pictures and have them look in my gutters.For any debris, there is none.

cancelled

Absolutely worst place I've ever dealt with they love to take your $ but when put in position to take care of a long term customer they ghost you , we are going on over ,90 days without a vehicle over a very minor straight forward incident they clearly do not care about the customer so I highly recommend beware 👈CANCELLED

My agent is the most helpful and…

My agent is the most helpful and responsive to all of my needs and concerns. Excellent customer service and knowledgeable about my insurance needs.

I am extremely disappointed with my…

I am extremely disappointed with my experience with American Family Insurance (AmFam) following a not-at-fault accident. From the beginning, I was told that the at-fault driver's insurance company, The Hartford, had accepted liability and would handle my claim. However, when The Hartford presented a total loss valuation that I believe is significantly below the actual market value of my 2023 Tesla Model Y Long Range AWD, I turned to my own insurance company, AmFam, for assistance and support. Unfortunately, AmFam has been largely unresponsive throughout this entire process. One of the biggest issues was communication. The adjuster assigned to my claim was rarely reachable, did not return calls in a timely manner, and often left me without updates for extended periods. In the initial stages of the claim, it took more than two weeks for the location of my vehicle to be properly communicated, despite my own efforts to track down information, make repeated phone calls, and coordinate follow-ups myself. Now that I am attempting to proceed through my own insurance policy, I continue to face the same lack of responsiveness. Calls go unanswered, messages are not returned, and promised callbacks do not happen. Most recently, after I escalated my concerns through customer service and specifically requested a call because my adjuster was unreachable, I was told someone would contact me at 11:00 AM. No one called. When I followed up again, customer service informed me they had no information and told me to wait several more days. As a policyholder, I expect my insurance company to advocate for me, communicate clearly, and provide timely support during what is already a stressful situation. Instead, I have spent months chasing updates, tracking information myself, and struggling to get responses from the people assigned to help. I understand claims can be complex, but there is no excuse for the level of poor communication, lack of accountability, and customer service I have experienced. I hope AmFam takes steps to improve its claims handling process so other customers do not have to go through the same frustration.

BEWARE!!!!!!I have been with Costco’s…

BEWARE!!!!!!I have been with Costco’s car insurance for years but this last 6 months has been very disappointing, their customer service has definately declined since they bought out Ameriprise , they seem very inexperienced and unorganized . When I’ve called to make a payment over the phone it’s taken 20+ minutes and when I called to change my address, it seemed very difficult for them but last week they did something that has made me lose my trust in them . They overcharged my autopay , which is usually under $150 to almost $900. I called immediately after receiving the bank notification and they denied doing that so I had to get my bank involved to force them to pay me back which takes time and an unnecessary inconvenience , so I cancelled my autopay and then after them not reaching out to me after 5 days to fix this I’m closing my account , who can stay with a company that has no remorse after charging you $850 over your usual amount?????

Fired Am Fam after 39 years.

Fired Am Fam after 39 years. We began using American Family for our rental and auto insurance needs in 1987. Over the years we have added homes, farms, multiple vehicles, umbrella and other personal property coverage. Our claims have been minimal. We fired American Family as our insurance company due to the fact they denied a claim for storm damage to the roof of our farm building claiming faulty installation. Their “forensic” expert determined a storm did not occur. Both incorrect. American Family replaced roofs on two structures in the area, but denied our claim. Our claim totaled $15,000. Our annual premiums climbed to over $15,000. It is unfortunate that American Family could not do the right thing. When reviewing our coverage with the agent to manage skyrocketing premiums, we opted to increase the deductibles on our primary residence. Increasing the deductibles resulted in a higher premium. This result is very suspect. They lost a customer of 39 years. Think twice before using this company for your insurance needs. Update: we submitted an information report to Am Fam as requested…will update on the ultimate resolution when received, if any at all. Doubtful.

All of my insurance needs were met.

Your company claimed to be family with…

Your company claimed to be family with me then went out of their way to make me feel like I did something wrong because I had a claim. Moreover, your investigator lied to my face while making it seem I was a dishonest liar. That's a fence you can't mend from a damn survey.

Extreme lowballing

After my parked car was hit by their insured, American Family Insurance took over a week to contact me, weeks more to declare my vehicle a total loss, and initially offered a settlement ($10,982) that couldn't purchase a single comparable vehicle at any licensed dealership within 150 miles of my home. After nearly two months of documented back and forth including a California Department of Insurance complaint, the offer was raised to $13,177. With used car's ranging at minimum 15K that amount still left me out of pocket for a loss I did not cause. American Family Insurance knows that their total loss process is designed to minimize payouts. I was not at fault and I still paid the price.

AMERICAN FAMILY INSURANCE SCAMS SENIORS

I needed a renter policy to cover my item in storage for 3 months. The rep sold me a policy, even though I paid the 3 months upfront, American Family Insurance took another payment of $43.46 a month later through autopay which I DID NOT AUTHRORIZE. I called in to ask why they took money, and found out the policy Iwas sold would not cover the value of the items. The deductible for storage items is $1,000 and pays out only 1% of the policy value which is $1,000. WHAT A JOKE, I WAS SOLD A PRODUCT THAT WAS NOT AVAILABLE IN A MONTHLY PROGRAM, THEY REFUSE TO BACK DATE AND CANCEL MY POLICY,, I AM STILL WAITING FOR 7 reps to provide correct information, , NO ONE IS ACCEPTING RESPONSIBILITY OR SENDING MY REFUND FOR THE FULL $169.40. Nope, they only SENT A refund OF $1.40. Time for legal,action.

American family insurance disrespectful to loyal customers

My brother has been insured with American Family Insurance for years, and I have been the one making the payments on his policy. Because the account was in his name, I couldn’t simply log in and manage everything online, so I regularly called in to make payments. At one point, I had set up an ACH payment arrangement through the local agent. Later, when we switched the policy to month-to-month payments, I continued calling every month and paying the premium by the due date. At no point was I informed that the ACH authorization was still active. When the old ACH attempted to draft from a bank account that had been closed, it was returned. Even though the premium itself had already been paid on time, American Family still charged a returned payment fee. My issue is not the fee itself—it’s the lack of communication. Since the ACH was originally set up through the agent and I was calling in every month to make payments, it seems someone should have noticed or informed us that an automatic withdrawal was still active. Had we been told, this situation could have been avoided entirely. We contacted customer service and explained the circumstances, but corporate refused to waive the fee. After years of loyalty and on-time payments, this was disappointing. Customer service should take into account the full situation rather than applying fees without considering the facts. Based on this experience, we will be looking elsewhere for insurance coverage.

Great deal bundling home and auto.

Bundling my home and auto together, and not driving much, the deal I got was great. I already had home insurance through AmFam, and it was very easy to add auto. It was very easy to set up an account to view my documents on the internet.

Changing my policy was very easy